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Refund declined

Overview:
Getting a refund of a previous deposit or as some sort of compensation is a common way for a casino to say “Sorry, it’s our fault and we
want to clear the mess!” and it is usually a consequence of a previous dispute, where both parties reached an agreement. Unfortunately,
sometimes your refund might be declined or delayed, because the casino ‘has forgotten’ to do its part of the deal.

Symptoms:
Casino refuses or delays to pay a refund beyond reasonable period of time and/or what’s stated in casino’s own terms and conditions regarding
cases of a refund.

Before submitting the complaint:
In order to have your complaint successfully resolved, it is crucial to identify the main problem and/or concern, which lead to the delay.
There are few questions and answers, listed below, which may help you identify the case better and even reconsider your intention to submit
a complaint.

Frequent questions and possible solutions for your issue

The ignorance or misunderstanding of the specific casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly and to refuse or delay an initiated refund.

Most of the online casinos would never send you even a dime, unless your personal identification is not confirmed by the casino security department. The verification process is a one-time procedure, but it is not an easy task at all and requires a lot of time and efforts from all parties involved – both casino reps and players and thus, to slow down the withdrawal process a bit. However, it is worth the troubles and time, since it is the only guarantee that your money and personality are in safe hands and will reach no one else, but you.

If so, then you should know that due to the implementation of The Unlawful Internet Gambling Enforcement Act of 2006 (or UIGEA), the US players are facing significant difficulties while practicing online gambling, including but not limited to huge delays of all withdrawals, because of the usage of a third party payment processors. Try to be patient although it’s not that easy and give the casino a few more days, before submitting the complaint.

Delayed payment

Overview:
Unfortunately, issues connected with delayed payments from the online casinos are what bother players most often and the situation
has not changed much in all the years of existence of online gambling. To make things even worse, answering a simple question like
“Where’s my money?” usually turns out not to be an easy task for both the casino representatives and payment providers. Due to the
number of people and/or departments, involved into the whole withdrawal procedure, sometimes a single payment may be a logistical
nightmare, especially when it comes to funds, sent to players from within the United States. In many cases, an issue of a delayed
payment may be combined with some other problems, like bonus or verification related issues for example, which makes the situation
even more complicated.

Symptoms:
Delayed payments beyond reasonable period of time and/or what’s stated in casino’s own terms and conditions about withdrawal policy
and procedure.

Before submitting the complaint:
In order to have your complaint successfully resolved, it is crucial to identify the main problem and/or concern, which lead to the delay.
There are few questions and answers, listed below, which may help you identify the case better and even reconsider your intention to submit
a complaint.

Frequent questions and possible solutions for your issue

You will be surprised to know how many people underestimate the importance of the casino terms and conditions and simply do not pay enough attention to them! If that’s the case, just open the casino website and take a thorough look at the terms, associated with the withdrawal policy. You will find everything there – length of the pending period, withdrawal timeframe, fees, verification and security requirements, etc.

Most of the online casinos would never send you even a dime, unless your personal identification is not confirmed by the casino security department. The verification process is a one-time procedure, but it is not an easy task at all and requires a lot of time and efforts from all parties involved – both casino reps and players and thus, to slow down the withdrawal process a bit. However, it is worth the troubles and time, since it is the only guarantee that your money and personality are in safe hands and will reach no one else, but you.

If a bonus was used prior withdrawing, it might slow the whole payment process a bit. You should know that each time a withdrawal request is submitted, the relevant casino department is starting a thorough check of the entire play log for any bonus terms violations, such as irregular game patterns and/or bonus abuse. And if anything irregular is found during this check, then your payment would probably delay even more until the whole situation clears.

If so, then you should know that due to the implementation of The Unlawful Internet Gambling Enforcement Act of 2006 (or UIGEA), the US players are facing significant difficulties while practicing online gambling, including but not limited to huge delays of all withdrawals, because of the usage of a third party payment processors. Try to be patient although it’s not that easy and give the casino a few more days, before submitting the complaint.

Declined payment

Overview:
The most unpleasant possible moment that can occur between an online casino and its customer. It is also most complicated and difficult
to resolve, because such case requires the involvement of many people from various casino departments and of course a huge pile of
correspondence between both parties. Sometimes your payment might be refused by the casino without any reason and/or explanation, which
I’m afraid, is the most commonly used strategy for survival from the so called ‘rogue’ or ‘scam’ online casinos. More often, the declined
payment would also be accompanied by some sort of an explanation why your withdrawal has been refused and perhaps some evidence on top of
it. Usually, the reason for an online operator to refuse to pay is only one and it’s called ‘breach of the casino terms and conditions’
and ‘breach of the bonus terms and conditions’ in particular if a bonus was used by the player.

Symptoms:
Casino refuses to pay what’s owed to the player with or without an explanation.

Before submitting the complaint:
In order to have your complaint successfully resolved, it is crucial to identify the main problem and/or concern, which lead to the delay.
There are few questions and answers, listed below, which may help you identify the case better and even reconsider your intention to submit
a complaint.

Frequent questions and possible solutions for your issue

The ignorance or misunderstanding of the specific casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly and to refuse an initiated payment.

If yes, then you must be 100% sure that all the terms and conditions, associated with the bonus are fulfilled before a payment has been requested. You break the bonus terms, you lose the payment, and there aren’t any exceptions of that rule.

Sometimes the casino might need more time to process your payment due to unforeseen circumstances. This applies even more for operators, accepting players within US. So, don’t rush to blame the casino for declining your payment, try to contact them first and to understand what’s wrong. It often appears that the issue is not that complicated actually and is being resolved in a timely manner.

Most of the online casinos would never send you even a dime, unless your personal identification is not confirmed by the casino security department. The verification process is a one-time procedure, but it is not an easy task at all and requires a lot of time and efforts from all parties involved – both casino reps and players and thus, to slow down the withdrawal process a bit and even stop it in case there’s a problem with the players personal details.

Verification issues

Overview:
Verifying your identity in front of the casino security department is a normal, one-time procedure, and you are supposed to go through this
process when playing at any online casino. While some of the operators start this process immediately after the registration is complete,
most of other casinos would probably ask you to confirm your personal details once a withdrawal has been submitted. But one way or another,
you should know that issues, connected with the verification procedure are the reason for some payments to be delayed beyond reasonable time
period and even to be refused. Casinos take this process very seriously and none of them would even discuss a compromise if any of your
personal details is not in order or it’s fake. Maybe sometimes the verification procedure would slow your payment a bit, but don’t forget
that it is the only way for the casino to fight cheaters and fraud, to cut any attempts for money laundering and to be sure that your money
will reach only you and no one else.

Symptoms:
Casino refuses or delays the payment beyond reasonable period of time and/or what’s stated in casino’ own terms and conditions about
verification procedure and security policy.

Before submitting the complaint:
In order to have your complaint successfully resolved, it is crucial to identify the main problem and/or concern, which lead to the delay.
There are few questions and answers, listed below, which may help you identify the case better and even reconsider your intention to submit
a complaint.

Frequent questions and possible solutions for your issue

The ignorance or misunderstanding of the specific casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly and to refuse or delay an initiated payment, until your personal identification is not fully and undoubtedly confirmed.

If so, then you are in a trouble and probably the payment has been already refused. I can tell you from personal experience that you won’t find many online operators who would even think of a compromise with this. Maybe if a single letter or two are wrong you may succeed to persuade the casino, but if we talk about wrong name, address or e-mail, I’m afraid you have to be very, very convincing in order to make the casino reconsider.

If so, you have to be absolutely sure it will come out while the verification process is going on. Having multiple accounts is a direct breach of the casino terms and conditions, which means you can forget about the withdrawal and hope to get at least a refund of your deposits.

Bonus terms violation

Overview:
Of all the bonus related issues, those for bonus terms violation are undoubtedly the most common ones. And it’s not that surprising if you just
look at all the terms and conditions associated with a single casino bonus and you will realize how difficult and exhausting could be to follow
and abide to all of them. But everything comes with a price and the bonuses do not make an exception to that rule. So, if you want to enjoy your
stay at the casino and have flawless and fast withdrawals in the end, simply do the necessary to follow the rules carefully and make sure you
know the actual meaning of each and every one of the terms. Be warned, breaking even the slightest of these rules would probably lead to your
winnings and bonus funds being voided.

Symptoms:
Usually when a player is accused by the casino of breaking one or multiple terms and conditions, associated with a particular bonus.

Before submitting the complaint:
In order to have your complaint successfully resolved, it is crucial to identify the main problem and/or concern, which lead to the delay.
There are few questions and answers, listed below, which may help you identify the case better and even reconsider your intention to submit
a complaint.

Frequent questions and possible solutions for your issue

The ignorance or misunderstanding of the specific casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly and to void all winnings and/or funds derived from the used bonus.

If so, sorry, but creating multiple accounts is a direct breach of the casino terms and conditions, which literally means you can forget about your winnings and bonus and hope to get at least a refund of your deposits.

A lot of players think that if they are allowed to play in a particular casino, then they are allowed to benefit from its bonuses by default. But that’s simply not true and you would be surprised by the fact how many online operators actually imply totally different list of restricted countries regarding the registration and bonus usage.

These are all possible reasons why your bonus and winnings were removed by the casino. So, if you want to avoid such unpleasant situations, better do the necessary and don’t share an address, IP or any other personal detail with another player in the same online casino.

Most of the online operators have this specific rule, stated among their bonus terms and conditions. Basically it means you are not allowed to place a bet, larger than a predefined value and if you break this rule, the casino is within its powers to act accordingly.

Bonus not given

Overview:
Although it is not a very common issue, you might eventually come to a situation, where a casino, intentionally or not, does not credit your
account with a bonus you tried to use. This might happen due to a software glitch, but more often the reason for your bonus being not credited,
is that you have breached some of the numerous bonus terms and conditions and the casino system has detected the breach. We understand that
such a situation could be rather unpleasant and pretty hard to resolve successfully, and it would probably require a lot of chat sessions and
e-mails exchange, but at least by going through the process of clearing the issue, you would possibly avoid bonus related issues at a later
stage. Or in other words, better spend some time and see what’s wrong with your bonus and why it wasn’t credited, than dealing with more serious
and unpleasant issues afterwards, like winnings and bonus funds being confiscated for example.

Symptoms:
Usually when a casino, intentionally or not, does not credit your account with a bonus you tried to use.

Before submitting the complaint:
In order to have your complaint successfully resolved, it is crucial to identify the main problem and/or concern, which lead to the delay.
There are few questions and answers, listed below, which may help you identify the case better and even reconsider your intention to submit
a complaint.

Frequent questions and possible solutions for your issue

The ignorance or misunderstanding of the specific casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly and to refuse or delay the crediting of a bonus.

A lot of players think that if they are allowed to play in a particular casino, then they are allowed to benefit from its bonuses by default. But that’s simply not true and you would be surprised by the fact how many online operators actually imply totally different list of restricted countries regarding the registration and bonus usage.

These are all possible reasons why your bonus wasn’t credited by the casino. So, if you want to avoid such unpleasant situations, better do the necessary and don’t share an address, IP or any other personal detail with another player in the same online casino.

Bonus abuse

Overview:
The expression ‘bonus abuse’ is often used by online casinos when it comes to explaining a certain fraudulent activity done by a player with
a bonus offer. Most of the online operators have even dedicated a special place to it in their terms and conditions but unfortunately, still
the majority of online gamblers don’t completely and properly understand the real meaning of the ‘bonus abuse’ term and think it is the same
as breaching some of the bonus terms and conditions. But it’s not, because what a real ‘bonus abuse’ means is when the bonus terms and
conditions are breached absolutely intentionally and explicitly by a player, willing to benefit from a given bonus by the usage of some
fraudulent activities. A typical example of such an ‘abuse’ would be a player, who creates multiple accounts in order to take advantage
of some great bonus.

Symptoms:
Casino accuses you of creating multiple accounts in order to benefit from its bonus or some other fraudulent activity, connected with bonus usage.

Before submitting the complaint:
In order to have your complaint successfully resolved, it is crucial to identify the main problem and/or concern, which lead to the delay.
There are few questions and answers, listed below, which may help you identify the case better and even reconsider your intention to submit
a complaint.

Frequent questions and possible solutions for your issue

The ignorance or misunderstanding of the specific casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly and mark your account as “abusive”, which practically means that your account would be closed, winnings and bonus funds – confiscated and the deposits – refunded.

If so, sorry, but creating multiple accounts is a direct breach of the casino terms and conditions, which means you can forget about winnings and bonuses and hope to get at least a refund of your deposits.

These are the most common cases of issues, connected with ‘bonus abuse’ accusations. So, if you want to avoid such unpleasant situations, better do the necessary and don’t share an address, IP or any other personal detail with another player in the same online casino.

Bonus removal

Overview:
Surprisingly, some players prefer playing in a casino without the benefit of using a bonus. And since the process of crediting a bonus is
already fully automated by most of the online operators, especially when it comes to the welcome bonuses, sometimes these players stumble
across a situation where they cannot start to play, because a bonus, which was never asked, was credited to their balance by the casino
system. To resolve such situations, player is required to immediately contact that casino support and request a bonus removal, prior to
placing even a single bet. The casino is not allowed to refuse such a request and doing the opposite could be a valid argument for a player
to seek rights accordingly.

Symptoms:
Usually when a casino, intentionally or not, credits your account with a bonus that was never asked.

Before submitting the complaint:
In order to have your complaint successfully resolved, it is crucial to identify the main problem and/or concern, which lead to the delay.
There are few questions and answers, listed below, which may help you identify the case better and even reconsider your intention to submit
a complaint.

Frequent questions and possible solutions for your issue

The ignorance or misunderstanding of the specific casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly and to refuse or delay the bonus removal.

If so, then the casino is within its powers to refuse any bonus removal, because even a single valid bet means that you have accepted voluntarily all terms and conditions, associated with the particular bonus.

Always try to get in contact with the casino support as soon as possible in case of an issue. And don’t forget that most bonuses are connected with some time restrictions and terms.

Wrong calculations

Overview:
Although it might be considered as a typical software glitch, the so called ‘wrong calculations’ situation was separated intentionally.
The reason for this is that every time a player is experiencing wrong calculations, made by the gambling software, he/she is actually
losing (or winning money) which is totally unacceptable for decent casino software. A typical example of such a case would be when playing
a slot at full 243 lines for example, but winnings being calculated only for 81 lines; or when a feature is started with some multiplier,
but the winnings during the feature are not multiplied at all; or when you are playing a game at 8 coins for example but it is paying as
if played with 9 or 7… A wrong calculation issue might also occur due to a combination of multiple software glitches, but what’s worth
to know is that luckily, such cases are extremely rare. You might play for years and yet never to experience such an issue, but it’s
better be prepared.

Before submitting the complaint:
In order to have your complaint successfully resolved, it is crucial to identify the main problem and/or concern, which lead to the delay.
There are few questions and answers, listed below, which may help you identify the case better and even reconsider your intention to submit
a complaint.

Frequent questions and possible solutions for your issue

In case of an emergency with a casino, there’s no one else to help you better but the casino support. If someone knows the exact reason for the casino software becoming buggy, this would be definitely them.

Contact immediately the casino support and insist to know the exact reason for the software glitch to happen and to get the full system log for the session in question. The casino management is obliged to cooperate to player and to provide all necessary details upon player’s request.

Software glitch

Overview:
Have you ever experienced a situation when all of a sudden the casino software stops responding, you got disconnected and thrown away of
the current game; or when you finally hit a free feature, but the feature does not start; or when the reels seem to be spinning forever,
although the casino connection is good; or when you try to connect but only some weird error messages constantly pop up… Well, you can
consider all of the aforementioned situations as typical examples of a so called ‘software glitch’. Of course there are a lot more possible
situations, but what’s really worth to know is that every time gambling software behaves abnormally or generates incorrect or unexpected
results, is considered a software glitch. Just like every other kind of software, the gambling one is not immune to such glitches or bugs,
so whenever you notice the casino software is behaving in unintended ways, better stop playing immediately and let the support know about
the issue.

Symptoms:
Usually when gambling software behaves abnormally or generates incorrect or unexpected results.

Before submitting the complaint:
In order to have your complaint successfully resolved, it is crucial to identify the main problem and/or concern, which lead to the delay.
There are few questions and answers, listed below, which may help you identify the case better and even reconsider your intention to submit
a complaint.

Frequent questions and possible solutions for your issue

In case of an emergency with a casino, there’s no one else to help you better but the casino support. If someone knows the exact reason for the casino software becoming buggy, this would be definitely them.

If not, here’s the most often reason for the occurrence of a software glitch. Be careful when reading the software requirements and be absolutely sure your device is meeting them, otherwise there’s no need to install the software at all – it would never run as it is supposed to.

Contact immediately the casino support and insist to know what was the exact reason for the software glitch to happen and to get the full system log for the session in question. The casino management is obliged to cooperate to player and to provide all necessary details upon player’s request.

Missing Funds

Overview:
Despite the security and reliability of the modern gambling software platforms, none of them are immune to a communication breakdown or
some hardware issue for example. The good news is that these technical troubles usually don’t last more than a couple of hours, while the
bad news is that sometimes these issues are the cause of weird situations. One of these weird situations is when there’s a difference in
the amount of your balance before and after the software problem. And as the most often case is for a decreased balance, we have named
this type of situation “missing funds”. Missing funds issue could also be a cause of abnormal software behavior during the withdrawal or
deposit process.

Symptoms:
A difference in the amount of your balance, caused by a software problem or mistake, which usually occurs after some technical problem
or communicational breakdown.

Before submitting the complaint:
In order to have your complaint successfully resolved, it is crucial to identify the main problem and/or concern, which lead to the delay.
There are few questions and answers, listed below, which may help you identify the case better and even reconsider your intention to submit
a complaint.

We had a couple of complaints last year of players accusing casinos for missing funds, but it turns out eventually that everything was ok with their balances and players were just trying to find an ‘easy’ way to add some free money to their accounts, taking advantage of the software problem. Please, be aware that s simple log from the casino software would easily reveal any attempt for a fraud.

Software fairness

Overview:
If there’s a suitable example for a vast ocean, hiding behind a simple word, then this word would definitely be ‘fairness’! When it comes
to the combination ‘gambling software fairness’, better add an ocean or two, as there’s so much written and said about it. But still, even
after so much being said and revealed over the years about how gambling platforms are actually working and producing fair, random and honest
outcome, we have a huge amount of players, having their suspicions for this gambling software being ‘rigged’ in some way. Whether such
suspicions are justified or not is a completely different story. The question if the online casinos actually do everything within their
powers to dispel any doubts is still opened and certainly not yet found its unequivocal answer.

Symptoms:
Usually when a player considers certain gambling software as ‘rigged’ or not acting fairly and randomly.

Before submitting the complaint:
In order to have your complaint successfully resolved, it is crucial to identify the main problem and/or concern, which lead to the delay.
There are few questions and answers, listed below, which may help you identify the case better and even reconsider your intention to submit
a complaint.

Frequent questions and possible solutions for your issue

There’s only one way to be sure if the gambling software you are using is totally random and fair – to check if it is certified by a specialized laboratory, which has the required licenses and expertise to analyze and issue a certificate for such kind of software. Playing at online casinos, using software without the required certificates is at your own risk.

Seeing the logo or seal of a trustworthy “watchdog’ organization at the bottom of the casino’s webpage, such as eCOGRA for example, means you are at safe hands and that software is producing a fair and random outcome. In addition you would even have the opportunity to check the latest RTP stats for the casino as an overall value, or separated by type of games. Playing at online casinos, using software without the required certificates is at your own risk.

Before rushing to publicize how furious and angry you are at a certain gambling software, which you think it totally rigged, please spare an hour and try to understand the basics of the casino software fairness and randomness and how these conditions are measured and certified.

Well, let me disappoint you. The software you are referring to is probably absolutely fair or at least at 99.99% of the cases and thus, the chance to hit big is equal to lose big. By the way, why there’s no one ever complaining from winning too much?

Maybe, but we still haven’t met such. Even if you manage to find a way somehow, you must be solid in arguments, actually rock solid, in order to make the software provider paying you some attention. We don’t say you are not right to be suspicious, but it’s just so difficult and almost impossible for a single man to prove that a product, made by hundreds of other people is not working fair and square!

Amount not credited

Overview:
Sometimes it happens that the deposit was made, but for some reason, the amount did not appear in the casino account. These moments are very
unpleasant because the player usually immediately began to think he was the victim of fraud and the ensuing panic often leads to reckless
actions. The best thing you can do in this case is to contact the casino support team immediately, and while waiting to find out the reason
for the delay in deposit, you can try to contact your bank or check online whether the deposit was ever made or was denied by the bank. Keep
in mind that sometimes crediting the amount from the deposit into your casino account can take some time, although usually the operation is
performed for a minute or two, but when deposited by a bank transfer for example, delays can last for days.

Symptoms:
A deposit was made, but for some reason, the amount did not appear in the casino account.

Before submitting the complaint:
In order to have your complaint successfully resolved, it is crucial to identify the main problem and/or concern, which lead to the delay.
There are few questions and answers, listed below, which may help you identify the case better and even reconsider your intention to submit
a complaint.

If so, then you are in a trouble and probably the deposit has been already refused. I can tell you from personal experience that you won’t find many online operators who would even think of a compromise with this as most of online casino are obliged to follow some measures against money laundering and international crimes. Or in other words, the name on the credit card you are trying to deposit with, must be the same as the name, used while registering at the casino.

If so, then you should know that due to the implementation of The Unlawful Internet Gambling Enforcement Act of 2006 (or UIGEA), the US players are facing significant difficulties while practicing online gambling, including but not limited to deposits, being slowly processed, because of the usage of a third party payment processors. Try to be patient although it’s not that easy and give the casino a few more hours, before submitting the complaint.

Deposit limits

Overview:
Allowing the players themselves to limit the amount of total deposits held by them for a period of time, is a way by which casinos try to
help the players, who have certain problems controlling their expenses. Changing or fixing these limitations could easily be set up via
casino software, and it is quite smooth and trouble free process. Essential is the fact that if you decide to change these limits you must
wait for a certain period of time, which can also be considered as a measure of protecting you from a compulsive gambling. Usually this
period is 24 hours, but could vary from a few hours to a few days, depending on the particular online operator, but one way or another,
the casino is obliged to comply with your limits and is not allowed to accept even a cent over the predefined deposit limit.

Symptoms:
The casino operator is accepting deposit amounts, which are exceeding the deposit limits, or the player is not willing to comply with the
predefined time frames for changing the deposit limit.

Before submitting the complaint:
In order to have your complaint successfully resolved, it is crucial to identify the main problem and/or concern, which lead to the delay.
There are few questions and answers, listed below, which may help you identify the case better and even reconsider your intention to submit
a complaint.

Frequent questions and possible solutions for your issue

The ignorance or misunderstanding of the casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly. If it’s written that you have to wait at least 24 hours until the deposit changes take place, then you must wait for a day and that’s all, no exceptions would be accepted.

If so, then you are free to ask for a refund for all sums accepted by the casino, which are over the deposit limit, you have set. There are no exceptions for this rule and each casino is obliged to follow it.

Verification issues

Overview:
Verifying your identity in front of the casino security department is a usual, one-time procedure, which you are supposed to go through while
playing at each and every online casino. While some of the operators start this process immediately after the registration is complete, most of
other casinos will probably ask you to confirm your personal details once a withdrawal has been submitted. One way or another, you should know
that issues, connected with the verification procedure are the reason for some deposits to be delayed beyond reasonable time period and even to
be refused. Casinos take this process seriously and none of them will even discuss a compromise if any of your personal details is not in order
or it’s fake. It is the only way for the casino to fight with cheaters and fraudsters, to cut any attempts for money laundering and to be sure
that your money will reach you only and no one else.

Symptoms:
Casino refuses or delays the deposit beyond reasonable period of time and/or what’s stated in casino own terms and conditions about verification
procedure and security policy.

Before submitting the complaint:
In order to have your complaint successfully resolved, it is crucial to identify the main problem and/or concern, which lead to the delay.
There are few questions and answers, listed below, which may help you identify the case better and even reconsider your intention to submit
a complaint.

Frequent questions and possible solutions for your issue

The ignorance or misunderstanding of the specific casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly and to refuse or delay an initiated payment, until your personal identification is not fully and undoubtedly confirmed.

If so, then you are in a trouble and probably the payment has been already refused. I can tell you from personal experience that you won’t find many online operators who would even think of a compromise with this. Maybe if a single letter or two are wrong you may succeed to persuade the casino, but if we talk about wrong name, address or e-mail, I’m afraid you have to be very, very convincing in order to make the casino reconsider.

If so, you have to be absolutely sure it will come out while the verification process is going on. Having multiple accounts is a direct breach of the casino terms and conditions, which means you can forget about the withdrawal and hope to get at least a refund of your deposits.

Double charge/Refund

Overview:
Making a single deposit may look as a piece of cake, but it is not that easy after all. Just imagine what lies behind the single click on
a “Deposit’ button and how many connections and responses are being sent and received lightning fast over the Internet in just a couple of
seconds between casino system, bank and payment providers. So, won’t be a big surprise for you to know that errors do happen from time to
time even with the deposits. You may come to a situation when your deposit query was processed smoothly from the casino’s side, but is double
charged by your bank or local credit/debit card issuer for example. However, such issues are extremely rare, but if they happen, you have to
contact the casino support and your bank as soon as possible after you notice the double charge.

Symptoms:
Usually when a deposit is normally received and credited to player’s account, but is double charged by the bank or payment provider used by
the player to deposit.

Before submitting the complaint:
In order to have your complaint successfully resolved, it is crucial to identify the main problem and/or concern, which lead to the delay.
There are few questions and answers, listed below, which may help you identify the case better and even reconsider your intention to submit
a complaint.

Frequent questions and possible solutions for your issue

In case of an emergency with a casino, there’s no one else to help you better but the casino support. But in this case If someone knows the exact reason for your deposit being double charged, this would definitely be them.

Sometimes a player might decide to make a series of deposits at a casino in a very short period of time and the casino might have missed one of them. If that’s the case, contact the casino support and try to find out where’s the missing deposit after all.

Account closure

Overview:
Closing player’s account is a means, often used by the online casinos, in case they have enough reasonable doubts in certain fraudulent
activities. An account closure could also been the consequence of some other issue, occurred between the casino and the player. A typical
example might be a verification failure or a deposit chargeback to name a few. It’s a serious matter, no doubt, but whenever you stumble
upon it, don’t panic and contact the casino support immediately, you will be surprised how many times it appears the account closure was
done by some mistake or misunderstanding.

Symptoms:
Usually when a casino closes player’s account, due to enough reasonable doubts of certain fraudulent activities.

Before submitting the complaint:
In order to have your complaint successfully resolved, it is crucial to identify the main problem and/or concern, which lead to the delay.
There are few questions and answers, listed below, which may help you identify the case better and even reconsider your intention to submit
a complaint.

Frequent questions and possible solutions for your issue

The ignorance or misunderstanding of the casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly and even to close your account if necessary.

Is so, sorry, but online casinos are extremely strict when it comes to certain country based restriction. Most online operators have valid and legal rights to offer gambling over the Internet only in certain territories and if your country is not among the list, there’s no other option for the casino but to close your account as soon as possible.

Most of the online casinos would never send you even a dime, unless your personal identification is not confirmed by the casino security department. The verification process is the only guarantee that your money and personality are in safe hands and will reach no one else, but you and thus, if you fail going through it, you’ll be immediately banned from the casino.

Casino terms violation

Overview:
Basically, the meaning and reason for existence of the casino terms and conditions is to regulate all type and kinds of relationship between
you and the casino. Think of them as some kind of a ‘contract’ between both parties, which means that breaking even one point of that contract
would have consequences, just like with everything else in the real life. And since usually these casino terms are dozens, sometimes even
hundreds, covering almost each and every aspect of the relationship casino-player, you will probably not be surprised to know that breaking
casino conditions is one of the most often occurring issues. Is there a way to prevent yourself from falling into such a situation? Of course
there is a way, just read carefully all the terms and conditions, no matter how much and how long they are and be sure not to step over one
or more of them.

Symptoms:
When one of the parties is accusing the other one in breaking the casino terms and conditions.

Before submitting the complaint:
In order to have your complaint successfully resolved, it is crucial to identify the main problem and/or concern, which lead to the delay.
There are few questions and answers, listed below, which may help you identify the case better and even reconsider your intention to submit
a complaint.

Frequent questions and possible solutions for your issue

The ignorance or misunderstanding of the casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly and even to close your account if necessary.

If so, don’t panic and try to contact the casino license issuer and/or casino regulatory body and ask for their assistance. There’s no such thing as a “God’s” clause and soon the casino would be reminded of that fact.

If so and you have experienced negative consequences, you are within your powers to seek for your rights, including in a legal way.

Registration issues

Overview:
Registering in an online casino is usually an easy process and most operators are trying to make it as painless and smooth as possible.
Despite all the efforts however, you may stumble upon a situation when the registration process is a real pain, when even after entering
all the required details, the casino system just keeps saying “ Registration error” or something like this and you are not allowed to play.
Another possible scenario is when the registration went trouble free but then your account is blocked for some reason by the casino system.
Sometimes you may be blocked from registering even for a reason of your name being very close to another name in the casino database, which
is associated with fraudulent activities or such. Remember, no matter what happens, you should contact the casino support as soon as possible
if registration issue occurs as they are the only ones, who can really help and solve the issue.

Symptoms:
Player’s account is blocked or closed by the casino system, due to some issues, connected with the registration process.

Before submitting the complaint:
In order to have your complaint successfully resolved, it is crucial to identify the main problem and/or concern, which lead to the delay.
There are few questions and answers, listed below, which may help you identify the case better and even reconsider your intention to submit
a complaint.

Frequent questions and possible solutions for your issue

Are you trying to register from a country, whose players are restricted from playing at the casino? This is the most often reason for a registration attempt being blocked or refused but of course, there might be other casino terms, which you have breached unknowingly during the registration process.

In case of an emergency with a casino, there’s no one else to help you better but the casino support. If someone knows the exact reason for your account being blocked or suspended, this would definitely be them.

If so, sorry, but creating multiple accounts is a direct breach of the casino terms and conditions, which means the casino will block all of them as soon as possible, usually very soon after the registration process is over.

Casino offline

Overview:
Although such cases are rare, the industry is not 100% immune to communication breakdowns, server or other hardware issues and even human
mistakes. Sometimes the reason for the casino to simply stop responding by all means (software, contact facility and support team) is a
pure matter of internal outstanding financial relationships between software provider and a casino for example. Sometimes the operator
manages to recover from such offline issues very fast, but in certain situations it might take ages to return to normal operational mode.
And during all this time, customers are not able to access neither the casino website or its software or usually-both. Now try to imagine
what tens of thousands of players were experiencing back in 2012, when the software of not one, not even two, but whole five casinos,
suddenly stopped working and responding in a blink of an eye and then remained the same state for weeks!

Symptoms:
Casino website and/or software suddenly stops responding and operate in a normal mode and customers are not able to access their accounts
and funds.

Before submitting the complaint:
In order to have your complaint successfully resolved, it is crucial to identify the main problem and/or concern, which lead to the delay.
There are few questions and answers, listed below, which may help you identify the case better and even reconsider your intention to submit
a complaint.

Frequent questions and possible solutions for your issue

In case of an emergency with a casino, there’s no one else to help you better but the casino support itself. Usually when a casino is offline, the efforts are directed toward the support team in order to provide the necessary information to affected players.

Usually a casino might become offline due to some technical problem and often this issue is resolved in just a few hours, sometimes more, but it rarely takes more than a day. So, don’t rush to ring the bells and give the casino some time to cope with the problem. And don’t worry, they rush a lot more than you, because they are losing money for each and every second while being offline.

Other

Overview:
Requesting a self-exclusion from an online casino, no matter if it’s for a certain period of time or permanent, is probably the most serious
action a player can take. Basically, to self-exclude from a casino means to close your account and to stop receiving any promotional e-mails,
news and letters. Most common reason for this exclusion is if a player detects a certain degree of a gambling addiction. The online operator
is obliged to cooperate as fast as possible and is not allowed to use any delay tactics or trying to dissuade player, but has to fulfill
player’s will immediately. Be aware that most of the online casinos would ask you to send an e-mail or letter to verify unambiguously your
request for a self-exclusion. Since such an action is very serious and cannot be reversed during the period stated at the time of closing
the account, we sincerely advise you to think twice prior requesting the casino to act.

Symptoms:
Usually when a casino refuses, delays or does not cooperate accordingly with a player who requested a self-exclusion, due to some degree of
a gambling addiction.

Before submitting the complaint:
In order to have your complaint successfully resolved, it is crucial to identify the main problem and/or concern, which lead to the delay.
There are few questions and answers, listed below, which may help you identify the case better and even reconsider your intention to submit
a complaint.

Frequent questions and possible solutions for your issue

It’s hard to set some time frames for a casino to fulfill such a request, but usually the whole procedure does not take more than a couple of days, even if we talk about a permanent self-exclusion. Some of the most reputable and trustworthy operators would react on your request in just a few hours, others would need more time, but none of them is allowed to refuse.

If the operator allows you to deposit and play during this period, for which your account was supposed to be suspended and closed, then the case could be considered as a serious violation of the basic responsible gaming policy. You are then within your powers to insist on a full refund for the stated period if the money was lost.

The ignorance or misunderstanding of the specific casino terms and conditions is not an excuse and if you have really breached one or few of them, the online operator is within its powers to act accordingly.

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